Uncubed

Customer Experience Associate

Lyft, Nashville, TN

Lyft is your friend with a car, whenever you need one


Come be a trailblazing member of our newest corporate office in Nashville, Tennessee as a Customer Experience Associate! You will be the voice of Lyft, fielding real-­time calls and emails from drivers and passengers. The ideal candidate is someone who is passionate about customer experience and knows what it means to go above and beyond as an advocate for the Lyft community. You must be calm in the face of a storm, caring and compassionate, and is able to have a strong sense of empathy in difficult situations. Our team consists of Critical Response and Customer Experience Associates supporting customers across phone and email.

RESPONSIBILITIES

  • Create an exceptional, personalized service experience for Lyft users
  • Provide friendly, timely support to Lyft drivers and passengers via phone and email
  • Troubleshoot user problems with the Lyft app
  • Document all support contacts in a CRM system
  • Make recommendations based on feature requests and bugs reported by users
  • Be a community advocate for Lyft

EXPERIENCE AND SKILLS

  • Flexible schedule, willing to work off­ hours and weekends. We place Associates in morning, afternoon and overnight shifts.
  • Must live or be willing to relocate to the Nashville area
  • Bachelor's degree or equivalent 
  • 1­+ years experience in customer service or call center a plus, but not mandatory
  • Computer proficiency required
  • Friendly and enthusiastic, social personality
  • Dependable and punctual with time management skills
  • Strong writing skills and impeccable attention to detail
  • Demonstrates empathy and the ability to take initiative on doing the right thing for the customer
  • Advanced problem-solving skills ­with the ability to think creatively to resolve difficult situations
  • Ability to quickly learn web­-based user support applications
  • Comfortable in a fast-­paced environment, subject to rapid change and uncertainty
  • High level of comfort and familiarity with smartphone applications (iPhone and Android)

BONUS POINTS

  • Enthusiastic Lyft user, bold sense of humor, and a passion for startups
  • Bilingual is a plus!
Lyft is an EEO employer that actively pursues and hires a diverse workforce, and pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

About Lyft

Wherever you’re headed, count on Lyft for rides in minutes. The Lyft app matches you with local drivers at the tap of a button. Just request and go.

Ride by ride, we’re changing the way our world works.

Want to learn more about Lyft? Visit https://www.lyft.com/